RICARDO LEON MALDONADO
Zapopan
Summary
Experienced Business Intelligence and Process Analyst skilled in managing diverse KPI projects to drive client satisfaction. Proficient in Microsoft Excel, Lean Six Sigma, Process Mapping, and PowerBI. Known for adaptability to changing environments, collaborative teamwork, and a relentless drive to achieve optimal solutions for the team's success.
Overview
9
9
years of professional experience
Work History
Software Implementation Specialist
Diligent
Guadalajara, Jalisco, Mexico
09.2024 - Current
- Led end-to-end onboarding and implementation of SaaS solutions for clients across various industries, ensuring seamless adoption, technical readiness, and high customer satisfaction. Acted as a key liaison between clients and internal teams, aligning product capabilities with customer goals and delivering a consistently high level of service and support.
Led implementation projects including platform configuration, data migration, and user onboarding
Provided technical support throughout the process, diagnosing issues and ensuring timely resolution
Served as the bridge between clients and internal departments (Product, Sales, Support) to ensure alignment and effective communication
Conducted personalized training sessions to maximize user adoption and platform engagement
Monitored project progress, maintained timelines, and proactively addressed potential roadblocks
Collected client feedback and usage insights to improve onboarding processes and support product enhancements
Global Value Add Coordinator
Teleperformance
01.2022 - 08.2024
- Global Project Coordinator in charge of multiple KPI's projects for all Teleperformance Sites in the world.
- Launch, track, and solve problems to meet client expectations
- Excel proficiency, collaborating with business intelligence developing different types of analysis and methodology’s (Waterfall, DMAIC,Pareto,Root Cause,LSS,PowerBI, process mapping)
- Coordinate across different parties for on boarding and ongoing operations, including customers, vendors, operating staff
- Digital Floor Walkers and BOT development for the operation
NPS Champion
Teleperformance
06.2020 - 01.2022
- Development of various compliance reports for Operations/Quality/Training
- Constant communication with outsource client on developing material to bust KPI expectations.
- Content Facilitation for Vendor Managers, and staff
- Project management focused towards customer experience utilizing NPS methodology
- Follow up and development of supervisors and coordinators
Trainer Bilingual
Teleperformance
01.2018 - 06.2020
- Development and training of new employees
- In charge of up to 25 new employees per generation
- Maintain the operation and support areas of new employees or recent hires
- Report incidents during the training process
- Develop material and activities to enrich the training of new employees
- Execute excellent internal media and leadership skills
- Give constant training to employees and senior managers
- Report to the outsourcing client
Quality Analyst
Teleperformance
03.2016 - 06.2018
- Responsible for planning, executing and ensuring quality during and after production processes.
- Gather valuable information about customers, needs and preferences.
- Prepare compliance reports based on monitors and spot-checks
- Constant feedback and communication with operation.
Education
Highschool - Technical Programming
Univa
01.2015
Master of Science - Audio Engineer
Fermatta
07.2025
Skills
- Microsoft Office
- Analytical thinking
- Facilitator
- Leadership
- Adaptability
- Jira
- CRM
Websites
LANGUAGES
Spanish
English
Hobbies and Interests
Music, Workout
EXTRA-CURRICULAR ACTIVITIES
Audio Engineer and Sound design Pro Tools proficency Audio Master and Mix Sound Design and programming for videogames
Training
- Music Production, SAE INSTITUE Mar 2021 — Present
- ProTools 110, SAE INSTITUE / AVID 2021
Timeline
Software Implementation Specialist
Diligent
09.2024 - Current
Global Value Add Coordinator
Teleperformance
01.2022 - 08.2024
NPS Champion
Teleperformance
06.2020 - 01.2022
Trainer Bilingual
Teleperformance
01.2018 - 06.2020
Quality Analyst
Teleperformance
03.2016 - 06.2018
Highschool - Technical Programming
Univa
Master of Science - Audio Engineer
Fermatta